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Northern Lincolnshire and Goole NHS Foundation Trust

Customer Services Officer

Information:

This job is now closed

Job summary

Provide a first class customer service to all potential and residing Occupants, Staff and external and internal Stakeholders.

Administrative support and day to day operational duties within the Key Workers Accommodation Service

To allocate accommodation to staff, agency staff, students and potential external occupants, maximizingoccupancy in the most efficient way.

SPECIAL CONDITIONS: The first week in August and the end of December/beginning January is an extremely busy time in this role and for the Accommodation Department therefore there is an expectation that annual leave will not be taken at this time other than in exceptional circumstances.

Main duties of the job

  • To provide a first class customer service to all potential and residing occupants, staff, external and internal Stakeholders.
  • Input data on to the Accommodation Management System. Ensuring that information is accurate and up to date to make certain that the system is continuously supporting the efficient functioning of the department.
  • Accept bookings from Residents including staff, agency staff and students and potential external occupants. Taking receipt of payments in advance or the relevant details for longer stay residents. Ensuring they are accurately recorded.
  • Receive and answer queries from residents, prospective residents and colleagues of the Trust exercising judgement and analysis to resolve problems such as high demands in room bookings or urgent room bookings.
  • Reception duties and ensuring that the general administrative tasks within the Accommodation office are undertaken.
  • Demonstrate flexibility in working hours, which may involve working out of normal working hours to cover service opening hours in cases of sickness/annual leave, or occasional out of hours working to accommodate conferencing facilities, new arrivals from overseas e.g. partial evening or partial weekend.
  • To deal professionally with customer complaints/compliments referring to the Senior Customer Services Officer if no suitable resolution is available.
  • Deputise for the Senior Customer Services Officer as required.

About us

NLAG is part of one of the largest acute and community Group arrangements in the NHS, seeing well over one million patients every year and managing a budget of over £1.3 billion.

Made up of two Trusts - Northern Lincolnshire and Goole NHS Foundation Trust (NLAG) and Hull University Teaching Hospitals NHS Trust (HUTH) - our Group has significant ambitions and is committed to delivering world-class hospital and community services for the 1.65 million people we serve.

Together we employ nearly 20,000 staff. Our five main hospital sites are Diana, Princess of Wales Hospital, Scunthorpe General Hospital and Goole and District Hospital, for NLAG and Hull Royal Infirmary and Castle Hill Hospital for HUTH.

As Teaching Hospitals working with the Hull York Medical School, we both lead and contribute to research in many areas - biomedical research, primary care, palliative medicine, cardiovascular and respiratory medicine, vascular surgery, cancer surgery and oncology.

We believe that by developing a diverse, inclusive, innovative, skilled and caring workforce, we can deliver excellent care to our patients and a great future for our employees, our Group and our community.

Should we receive a high volume of applications the advert may be closed earlier than stated.

Details

Date posted

14 March 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,071 to £25,674 a year per annum pro rata

Contract

Fixed term

Duration

4 months

Working pattern

Part-time

Reference number

208-5F19A5-25-1

Job locations

Diana Princess of Wales Hospital

The Roost Accommodation, Scartho Road

Grimsby

DN33 2BA


Job description

Job responsibilities

For more detailed information, please read the job description linked below.

As a Trust we are keen to offer and encourage flexible working opportunities to address health and wellbeing and work-life balance for our employees, this will have a positive impact on the care we provide.

Flexible working is part of a wider commitment to improve the quality and experience of working life and we recognise that it is a key contributor for the recruitment and retention of our employees.

We therefore support and encourage open conversations around a specific working pattern to suit your work-life balance or a multi-role career, if it works for you and works for the role, we'll do our best to make it happen.

Local flexible working arrangements are developed in partnership between the line manager and employee in order to ensure equality of access to flexible working, as far as practicable, regardless of role, shift pattern, team or pay, based on: patient/service user and staff experience, service delivery and work-life balance of colleagues.

We are committed to creating and maintaining a fair and supportive working environment and culture, where contributions are fully recognised and valued by all and staff feel empowered to carry out their duties to the best of their abilities. As employers we are committed to promoting and protecting the physical and mental health and well-being of all our staff. This underpins our values as set out in the NHS Constitution, supports us to be an Employer of Choice and ultimately enables our employees to support the effective care of our patients.

We strongly value the different perspectives and ideas a diverse workforce brings to deliver better outcomes for our patients. We welcome applications irrespective of peoples age, disability, sex, gender identity and gender expression, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances.

To learn more about Northern Lincolnshire and Goole NHS Foundation Trust, and discover the unique benefits on offer to employees, view our latest videos, plus more, please visit our recruitment website at https://joinnlag.co.uk/

In line with the General Data Protection Regulation (GDPR), the Recruitment & Workforce team will use and hold your personal data for the intended purpose and in line with the Recruitment & Workforce Privacy Statement.

We are committed to safeguarding the welfare of children/vulnerable adults and expect the same commitment from all staff and volunteers.

Please be aware that all new employees starting work with us will be charged for the cost of their DBS check, if it is required for their role.

We therefore support and encourage open conversations around a specific working pattern to suit your work-life balance or a multi-role career, if it works for you and works for the role, we'll do our best to make it happen.

Local flexible working arrangements are developed in partnership between the line manager and employee in order to ensure equality of access to flexible working, as far as practicable, regardless of role, shift pattern, team or pay, based on: patient/service user and staff experience, service delivery and work-life balance of colleagues.

We are committed to creating and maintaining a fair and supportive working environment and culture, where contributions are fully recognised and valued by all and staff feel empowered to carry out their duties to the best of their abilities. As employers we are committed to promoting and protecting the physical and mental health and well-being of all our staff. This underpins our values as set out in the NHS Constitution, supports us to be an Employer of Choice and ultimately enables our employees to support the effective care of our patients.

We strongly value the different perspectives and ideas a diverse workforce brings to deliver better outcomes for our patients. We welcome applications irrespective of peoples age, disability, sex, gender identity and gender expression, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances.

To learn more about Northern Lincolnshire and Goole NHS Foundation Trust, and discover the unique benefits on offer to employees, view our latest videos, plus more, please visit our recruitment website at https://joinnlag.co.uk/

In line with the General Data Protection Regulation (GDPR), the Recruitment & Workforce team will use and hold your personal data for the intended purpose and in line with the Recruitment & Workforce Privacy Statement.

We are committed to safeguarding the welfare of children/vulnerable adults and expect the same commitment from all staff and volunteers.

Please be aware that all new employees starting work with us will be charged for the cost of their DBS check, if it is required for their role.

Job description

Job responsibilities

For more detailed information, please read the job description linked below.

As a Trust we are keen to offer and encourage flexible working opportunities to address health and wellbeing and work-life balance for our employees, this will have a positive impact on the care we provide.

Flexible working is part of a wider commitment to improve the quality and experience of working life and we recognise that it is a key contributor for the recruitment and retention of our employees.

We therefore support and encourage open conversations around a specific working pattern to suit your work-life balance or a multi-role career, if it works for you and works for the role, we'll do our best to make it happen.

Local flexible working arrangements are developed in partnership between the line manager and employee in order to ensure equality of access to flexible working, as far as practicable, regardless of role, shift pattern, team or pay, based on: patient/service user and staff experience, service delivery and work-life balance of colleagues.

We are committed to creating and maintaining a fair and supportive working environment and culture, where contributions are fully recognised and valued by all and staff feel empowered to carry out their duties to the best of their abilities. As employers we are committed to promoting and protecting the physical and mental health and well-being of all our staff. This underpins our values as set out in the NHS Constitution, supports us to be an Employer of Choice and ultimately enables our employees to support the effective care of our patients.

We strongly value the different perspectives and ideas a diverse workforce brings to deliver better outcomes for our patients. We welcome applications irrespective of peoples age, disability, sex, gender identity and gender expression, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances.

To learn more about Northern Lincolnshire and Goole NHS Foundation Trust, and discover the unique benefits on offer to employees, view our latest videos, plus more, please visit our recruitment website at https://joinnlag.co.uk/

In line with the General Data Protection Regulation (GDPR), the Recruitment & Workforce team will use and hold your personal data for the intended purpose and in line with the Recruitment & Workforce Privacy Statement.

We are committed to safeguarding the welfare of children/vulnerable adults and expect the same commitment from all staff and volunteers.

Please be aware that all new employees starting work with us will be charged for the cost of their DBS check, if it is required for their role.

We therefore support and encourage open conversations around a specific working pattern to suit your work-life balance or a multi-role career, if it works for you and works for the role, we'll do our best to make it happen.

Local flexible working arrangements are developed in partnership between the line manager and employee in order to ensure equality of access to flexible working, as far as practicable, regardless of role, shift pattern, team or pay, based on: patient/service user and staff experience, service delivery and work-life balance of colleagues.

We are committed to creating and maintaining a fair and supportive working environment and culture, where contributions are fully recognised and valued by all and staff feel empowered to carry out their duties to the best of their abilities. As employers we are committed to promoting and protecting the physical and mental health and well-being of all our staff. This underpins our values as set out in the NHS Constitution, supports us to be an Employer of Choice and ultimately enables our employees to support the effective care of our patients.

We strongly value the different perspectives and ideas a diverse workforce brings to deliver better outcomes for our patients. We welcome applications irrespective of peoples age, disability, sex, gender identity and gender expression, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances.

To learn more about Northern Lincolnshire and Goole NHS Foundation Trust, and discover the unique benefits on offer to employees, view our latest videos, plus more, please visit our recruitment website at https://joinnlag.co.uk/

In line with the General Data Protection Regulation (GDPR), the Recruitment & Workforce team will use and hold your personal data for the intended purpose and in line with the Recruitment & Workforce Privacy Statement.

We are committed to safeguarding the welfare of children/vulnerable adults and expect the same commitment from all staff and volunteers.

Please be aware that all new employees starting work with us will be charged for the cost of their DBS check, if it is required for their role.

Person Specification

Essential Criteria

Essential

  • oDriving license
  • oIT Qualification or demonstrable experience and skills
  • oNVQ Business/Administration Level 3 and/or demonstrable experience
  • oCustomer Service Training
  • oMinimum of 2 years working within an office/reception environment

Desirable Criteria

Desirable

  • Experience in working in purpose built key accommodation workers accommodation
  • oExperience in hospitality, hotel management or property management
Person Specification

Essential Criteria

Essential

  • oDriving license
  • oIT Qualification or demonstrable experience and skills
  • oNVQ Business/Administration Level 3 and/or demonstrable experience
  • oCustomer Service Training
  • oMinimum of 2 years working within an office/reception environment

Desirable Criteria

Desirable

  • Experience in working in purpose built key accommodation workers accommodation
  • oExperience in hospitality, hotel management or property management

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Northern Lincolnshire and Goole NHS Foundation Trust

Address

Diana Princess of Wales Hospital

The Roost Accommodation, Scartho Road

Grimsby

DN33 2BA


Employer's website

https://www.nlg.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Northern Lincolnshire and Goole NHS Foundation Trust

Address

Diana Princess of Wales Hospital

The Roost Accommodation, Scartho Road

Grimsby

DN33 2BA


Employer's website

https://www.nlg.nhs.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Senior Customer Services Officer

Christina Wigglesworth

christina.wigglesworth1@nhs.net

03033305969

Details

Date posted

14 March 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,071 to £25,674 a year per annum pro rata

Contract

Fixed term

Duration

4 months

Working pattern

Part-time

Reference number

208-5F19A5-25-1

Job locations

Diana Princess of Wales Hospital

The Roost Accommodation, Scartho Road

Grimsby

DN33 2BA


Supporting documents

Privacy notice

Northern Lincolnshire and Goole NHS Foundation Trust's privacy notice (opens in a new tab)